At Rose Lake Co., we hope to provide you with the best customer service experience! With that being said, please review our FAQs page to answer any question you may have. If you still are unable to get your question answered, please email us directly at firstname.lastname@example.org so that we may assist you further!
Rose Lake Co.
Do you have a physical retail store?
At this time we do not have a physical store but have goals to expand more in the future!
When do you post new arrivals?
New arrivals come at different times throughout each month! The best way to stay in-the-know is to follow us on instagram @roselakecompany and sign up for our newsletter!
How do I care for my jewelry?
Your jewelry may eventually tarnish. This means that the color of your jewelry may darken or change. This is due to moisture, the oils on your skin and many other factors. Make sure to keep your pieces dry and away from moistures, liquids and lotions. It is also important to store your jewelry properly.
How do I return an item/order?
To return an item/order, please send us an email at email@example.com and include your order number or a copy of your original invoice! We will assist you from there!
I would like to exchange something that I ordered. How can I process that?
If you have already received a shipping confirmation stating that your order has been shipped, we cannot process a return/exchange until your order is delivered. Once delivered, we can process the return and send out your new items.
I would like to return something for a refund but I no longer have the card I used to make the purchase. What should I do?
Please contact as at firstname.lastname@example.org and we will be happy to assist you with your return and update your card information.
How long do I have to make a return?
Returns must be done within 14 days of purchase. Returns received within 15-30 days can only be refunded as in-store credit.
Can I return an item that was purchased on sale?
Yes! All items are able to be returned or exchanged unless listed as a Final Sale item or giveaway item. All returns will require your order number or original purchase invoice.
I receive a damaged item, what should I do?
Please email us at email@example.com so that we can take care of you!
My order didn't get to me within 14 days and now I am outside of the return window. Am I still able to return?
Please email us at firstname.lastname@example.org with your original order number or invoice so that we can review your tracking information. If late delivery is confirmed, we will be happy to honor the return to your original payment method.
I chose store credit as my refund method but I lost the code, can you help?
Yes! We keep a record of any order refunded as store credit and can resend or recreate the code as needed, simply email us at email@example.com.
If you have not yet received an email stating that your order has shipped, please email firstname.lastname@example.org immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number and correct shipping address in the body of the email.
If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.
Have a concern?
Please email us at email@example.com and we will be happy to address your concerns.
My package was stolen, what should I do?
For missing packages please contact your local post office with your tracking number. Rose Lake Co. is not responsible for any lost merchandise, however you may reach out to firstname.lastname@example.org and we will do everything possible to assist you with the recovery of your lost package. If you are able to confirm that your package was in fact stolen, we recommend contacting your local authorities immediately. Rose Lake Co. is not responsible for stolen packages.